Okocha Kevin Onu

OKOCHA KEVIN ONU 📍 Lagos, Nigeria | 📍 - | Email-- Professional Summary Customer-focused and results-driven professional with 3+ years of experience in client relationship management, inbound customer support, and hospitality services. Adept at resolving client issues efficiently, managing diverse teams, and delivering exceptional service across digital and in-person touchpoints. Proven ability to work independently and collaboratively in dynamic, multicultural environments. Well-suited for remote roles that demand strong communication skills, empathy, adaptability, and a proactive service mindset. Core Competencies         Customer Support (Phone, Email & Chat) Remote Client Relationship Management Conflict Resolution & Escalation Handling Team Leadership & Staff Training CRM Systems & Call Center Tools Multicultural Communication Professional Email Etiquette Time Management & Self-Motivation Professional Experience Client Relationship Supervisor Ikeja Electricity Distribution Company — Lagos, Nigeria Oct 2021 – Present    Supervise a team of 10+ customer service agents to ensure service excellence across all touchpoints. Implement strategies that improved customer satisfaction by 20% year-over-year. Train and mentor staff on client engagement, empathy, and compliance standards.  Resolve high-level customer complaints while maintaining professionalism and efficiency. Inbound Call Center Agent Union Bank of Nigeria — Lagos, Nigeria Jun 2021 – Sep 2021    Handled 80+ inbound calls daily, assisting customers with inquiries, transactions, and complaint resolution. Demonstrated strong problem-solving skills in a fast-paced, high-volume support center. Built rapport with clients through effective communication and timely follow-ups. Front Desk Supervisor Orelad Guesthouse — Ogun State, Nigeria Feb 2020 – Mar 2021    Oversaw front desk operations, coordinated guest services, and handled complaints professionally. Managed check-ins/outs and resolved on-site issues with tact and discretion. Trained junior staff and ensured guest safety in line with operational policies. Education Bachelor of Science (B.Sc.) – Business Administration Federal University of Technology, Akure Graduated: Dec 2019 | Second Class Upper Division WASSCE (GCE) – Completed 2012 Equivalent to UK GCSEs or Canadian Grade 12 Technical Skills     Microsoft Office Suite (Excel, Word, Outlook) CRM Tools (e.g., Zendesk, Freshdesk – quickly adaptable) Zoom, Teams, Google Workspace Typing Speed: 50+ WPM Languages    English – Fluent Yoruba – Fluent Igbo – Conversational Availability Open to full-time remote opportunities in Customer Support, Client Services, or Administrative roles. Flexible to work across multiple time zones.